E-mail phrases

Basic busines
phrases

Formal / Neutral Informal

Name Dear Mr/Ms/Mrs Dupuis Hi/Hello Mary
Dear Mary Mary,... (or no name at all)

Previous Thank you for your email of ... Thanks for your email.
contact Further to your last email, ... Re your email, ...
I apologize for not getting in Sorry I haven’t written for ages,
contact with you before now. but I’ve been really busy.

Reason for I am writing in connection with ... Just a short note about ...
writing I am writing with regard to ... I’m writing about ...
In reply to your email, here are ... Here’s the ... you wanted.
Your name was given to me by I got your name from ...
... We would like to point out that Please note that ...
...
Giving I’m writing to let you know that Just a note to say ...
information ... We are able to confirm that ... We can confirm that ...
I am delighted to tell you that ... Good news!
We regret to inform you that ... Unfortunately, ...

Attachments Please find attached my report. I’ve attached ...

I’m sending you ... as a pdf file. Here is the ... you wanted.

Asking for Could you give me some Can you tell me a little more about
information information about ... ...
I would like to know ... I’d like to know ...
I’m interested in receiving/finding Please send me ...
out ...

Requests I’d be grateful if you could ... Please could you ...
I wonder if you could ... Could you ...?
Do you think I could have ... ? Can I have ...?
Thank you in advance for your help I’d appreciate your help on this.
in this matter.

Promising I will ... I’ll ...

action I’ll investigate the matter. I’ll look into it.
I will contact you again shortly. I’ll get back to you soon.
Offering help Would you like me to ...? Do you want me to ...?
If you wish, I would be happy to ... Shall I ...?
Let me know whether you would like Let me know if you’d like me to ...
me to ...

Final Thank you for your help. Thanks again for ...
comments Do not hesitate to contact us again Let me know if you need anything
if you require any further else.
information. Just give me a call if you have any
Please feel free to contact me if you questions. My number is ...
have any questions. My direct line is
...

Close I’m looking forward to ... (+ ing) Looking forward to ... (+ ing)
Give my regards to ... Best wishes to ..
Best wishes Speak to/see you soon.
Regards Bye (for now)/All the best
 E-mails phrase bank
1
Negotiating a project

Asking for information What are your usual charges (fees/rates) for ...?
Can you give me some more information about ...?

Requests Do you think you could ...?

Would you be able to ...?

Emphasizing a main My main concern at this stage is ...

point The main thing for me is ...

Asking for a suggestion How do you think we should deal with this?
What do you think is the best way
forward?
Making a suggestion Why don’t you ...?
What about if we ...?

Negotiating: being firm I understand what you’re saying about ... (but ...
) I can see what you’re saying, but ...

Negotiating: being We would be prepared to ... (if

flexible ...) I am willing to ... (if ...)

Negotiating: agreeing Okay, I’m happy with that for now.

That’s fine.

Next steps I’ll be in touch again soon with more details.

Let’s talk next week and see how things are going.

Closing I look forward to working with you.

I’m sorry that we couldn’t use your services this time, but I
hope there will be another opportunity.

Checking understanding

Technical Did you get my last message sent on ...?

problems Sorry, you forgot to attach the file. Can you send it
again? I got your email, but I can’t open the attachment.
Did you mean to send this? I don’t want to open it in case it’s got a virus.

Asking for I’m not sure what you meant by ...? could you
clarification clarify? Which ... do you mean?
I don’t understand this point. Can you explain in a little more detail?
Are you sure about that?

Giving clarification Sorry, what I meant was ..., not

... I thought ..., but I may be
wrong.
I’ll check and get back to you.
The correct information is given below. Please amend your
records accordingly.
Sorry, forget my last email. You’re right.
Close I hope this clarifies the situation.
Get back to me if there’s anything else.
 Arrangements
Meetings
Formal / Neutral Informal
Reason for I’m writing to arrange a time for our Just a quick note to arrange a time
writing meeting. to meet.
What time would be convenient for you? When would suit you?

Suggesting Could we meet on (day) in the How about (day) at (time)?

time/place (morning) at (time)? Are you free sometime next week?

Saying when you I would be able to attend the I’m free Thursday am.
are/ are meeting on Thursday morning. I won’t be around until after lunch.
not free I’m out of the office until 2pm. Any time after hat is okay.
Any time after that would be fine. Sorry, can’t make it next Monday.
I’m afraid I can’t manage next Monday.

Confirming I’d like to confirm ... Thursday is good for me.

That’s fine. I will call/email you That should be okay. I’ll get back to
tomorrow to confirm the details. you if there’s a problem.

Changing This is to let you know that I will not be Re our meeting next week, I’m
arrangements able to attend the next meeting next afraid I can’t make Thursday.
Thursday. How about ... instead?
I wonder if we could move it to ...? Sorry for the inconvenience.
I apologize for any
inconvenience caused.

Close I look forward to meeting you in See you in Brussels.

Brussels. Give me a call if anything changes.
Let me know if you need to change the
arrangements.

Invitations
Formal / Neutral Informal
Inviting We would be very pleased if you could come I’m writing to invite you to ...
to ... Would you like to come to ...?
I would like to invite you to ... / attend our Please let me know if you can make it.
...
Please let me know if you will be able to
attend.
Prepare Before the meeting it would be useful if you Please prepare ... before the
could prepare ... meeting. Please bring to the meeting
It would be helpful if you could bring ... ...

Accepting Thank you for your kind invitation. Thanks a lot for the invitation.
The date you suggest is fine. The date’s fine for me.
I would be delighted to attend the meeting. I I’d love to come to the meeting. It
am sure it will be very useful. sounds like a great idea.

Refusing Thank you for your kind invitation. Thanks a lot for your kind invitation.
Unfortunately, I have another appointment on Unfortunately, I have something else
that day. Please accept my apologies. in my schedule on that day.
I hope we will have the opportunity to meet I hope we can meet up soon. Good
on another occasion in the near future. I am luck with the meeting!
sure that the meeting will be a great success.
 E-mails phrase bank
4

Writing Styles

Formal / Neutral Informal

Example Thank you for your email received Thanks for the email.
phrases 12 Feb. Re ...
With regard/reference to ... Please could you ...
I would be grateful if you could ... I’m sorry to tell you that ...
We regret to advise you that ... I’m sorry for ...
Please accept our apologies for Could you ...?
... I was wondering if you could You haven’t ...
... We note that you have not ... Don’t forget that ...
We would like to remind you that ... I need to ...
It is necessary for me to ... I might ...
It is possible that I will ... Shall I ...?
Would you like me to ...? But, ... / Also, ... / So, ...
However, .../In addition, ... If you’d like more details, let
/ Therefore, ... me know.
If you require any further See you next week.
information, please do not hesitate
to contact me.
I look forward to meeting you
next week

Latin / Anglo- Assistance / due to / enquire / Help / because of / ask / tell / facts /
Saxon origin inform / information / obtain / get / job / have / give / fix / ask for /
occupation / possess / provide / needs / check (prove)
repair / request / requirements /
verify

Direct / Indirect

Direct Indirect: polite / diplomatic

Requests Can you ...? Could you ...?
Please could you ... I was wondering if you could ...

Asking for Can I ...? Is it all right if ...?

permission Could I ...? I wonder if I could ...?

Offering help Can I ...? Would you like me to ..?

Shall I ...? Do you need any help with ...?

Making a What about ... (+ing)? Why don’t we ...?

suggestion Shall we ...? Perhaps we should ...?

Softening a There is a problem. I’m afraid there is a small problem.

strong That will be very expensive. It seems there is a slight problem.
comment We can’t do that . That might be quite expensive.
That gives us very little time. Won’t that be a bit expensive?
It will be better to ask Heidi. I’m not sure we can do that.
I disagree. Actually, that doesn’t give us much time.
Wouldn’t it be better to ask Heidi?
I can see what you’re saying, but ...
Don’t you think that ...?
To be honest, I think it might be better to ...
 E-mails phrase bank
1
Commercial
Request for information (customer)

Saying how you got We met last Thursday on your stand at the Munich Trade Fair.
the contact I am emailing you off your website, which I found through Google.

Giving reason for We are a manufacturer / supplier / provider of ... We

writing are interested in ...
We are a Turkish company exporting to the EU, and we need ...

General requests We would be grateful for some information about ...

Please send us information about your product range and prices.

Specific requests In particular, we would like to know ...

Please send full details of your prices, discounts, terms of payment
and delivery times.
Could you also say whether there is any minimum order.

Close An early reply would be greatly appreciated.

I look forward to an early reply, and am sure that there is a
market for your products here in Hungary.

Giving information (supplier)

Thanks Thank you for your email of 4 June inquiring about ...

Giving factual We can quote a price of ... CIF / FOB Istanbul.

information We can delivery by ... (date) / within ... (period of time)
The goods will be shipped 3 days from receipt of a firm
order. We can offer a discount of ... on orders over ... .
We require payment by bank transfer / letter of credit.
Our normal procedure is to ...
Our normal terms for first-time customers are ...
We can supply the items you require directly from stock.

Saying what you are I am attaching a document that gives full details of ...
attaching I am attaching our current catalogue and price list as a pdf file.

Highlighting one or two You will see that ...

key points You will note that our line of .... is on special offer.

Answering specific You will also note that ... Our experience in this field includes
questions ... We dispatch the goods within 24 hours of a firm order, and
for first-time customers our minimum order is $ 1,000.
I am afraid that model is no longer available. However, ...

Close We feel sure that ... May I suggest that I call you at your
convenience to discuss the matter further?
If you need any further information, please do not hesitate to
contact me. My direct line is...
Making an order (customer)

Open Thank you for your recent email, and we accept your quotation. Our
completed order form is attached, and we give full bank details below.

Close Please acknowledge receipt of this order.

Confirming an order (supplier)

Open Your order has been received.

We can confirm that your goods have been
shipped. You can track shipping details on our
website.
Due to exceptional demand these items are temporarily out of stock. We hope to
be able to ship your order within ... days and will keep you fully informed.
We apologize for any inconvenience this may cause.
Close We are confident that the goods will meet your expectations. Should there be
any questions, please do not hesitate to contact me, either by email or phone

Asking for payment (supplier)

First reminder – We are writing concerning a payment of $12,600 for invoice number
open KJ678 which is now overdue. A copy of the invoice is attached.
According to our records, the sum of $4,500 is still outstanding on your
account

First reminder – Please send a bank transfer to settle the account, or an explanation of
action why the balance is still outstanding. If you have already dealt with
this
matter, please disregard this email.
We could appreciate your cooperation in resolving this matter as soon
as possible.
Second/third On (date) I wrote to you regarding your company’s unpaid account ,
reminder – open amounting to $4,500. May we please remind you that this amount is
still
outstanding.
I wish to draw your attention to my previous emails of (dates) about
the overdue payment on your account. We are very concerned that the
matter has not yet receive your attention.
Second/third We need a bank transfer in full settlement without further delay.
reminder – action Clearly, this situation cannot be allowed to continue, and we must
ask
you to take immediate action to settle your account.
If you have any queries on this mater, please do not hesitate to
contact me. Thank you for your cooperation.
Final demand – Following my emails of (dates) I must inform you that we have still
open not received payment for the outstanding sum of $4,500.
I wrote to you on (dates) regarding the balance of $12,600 on your
account. I attach copies of both emails. This sum is now two months
overdue. We are very concerned that the matter has not yet
received
your attention.
Final demand – Unless we receive payment within seven days, we shall have
action no alternative but to take legal action to recover the money.
In the meantime, your existing credit facilities have been suspended.
Complaints and Apologies
Complaining (customer)

Open I am writing ...

in connection with my order FS690 which arrived this morning.
to complain about the quality of a product I bought from your
website. to complain about the poor service we received from your
company. to draw your attention to the negative attitude of some
people in your customer services section

Complaint Our order dated 16 September clearly stated that we wanted 1,000
items, however you ...
The goods were faulty / damaged / in poor condition.
There seems to be an error in the invoice /a misunderstanding.
The equipment I ordered has still not been delivered, despite my phone
call you last week to say that it is needed urgently.
The product I received was well below the standard expected.
To make matters worse, when I called your company staff ...

Request for Please replace the faulty goods as soon as possible.

action We must insist on an immediate replacement / full refund.
Unless I receive the goods by the end of this week, I will have no
choice but to cancel my order.

Close I hope that you will deal with this matter promptly as it is causing
me considerable inconvenience.

Apologizing (supplier)

Open I am writing in relation to your recent complaint.

Apologizing I was very concerned to learn about ... Please accept my sincere
apologies. I would like to apologize for the inconvenience you have
suffered.
Denying We appreciate that this has caused you considerable inconvenience, but
responsibility we cannot accept any responsibility in this matter.

Promising Can you leave it with me? I’ll look into the matter and get back to you
action tomorrow. I have looked into the matter and ...
I have spoken to the staff involved, and ...
We will send replacement items / give you a refund
immediately. I can assure you that this will not happen again.
We’re having a temporary problem with ... . We’re doing everything we can to
sort it out.

Compensation To compensate for the inconvenience, we would like to offer you ...

Close Thank you for bringing this matter to my attention. Please accept my
assurance that it will not happen again.
Once again, I hope you will accept my apologies for the inconvenience
caused. I very much hope you will continue to use our services in the future.
If you have any further queries, please do not hesitate to contact me on my
direct line...
 E-mails phrase bank
1
Personal
Being Friendly

You heard something, but you are not sure It seems that ... Apparently, ...

Something is true, but surprising Actually, ... In fact, ...

Something is obvious or already known Obviously, ... Of course ...

Good/ bad fortune Unfortunately, ... Luckily, ...

Saying what you really think To be honest, ... Frankly, ...

Going back to a topic Well, ... So, ... Anyway, ...

Changing the topic Anyway, ... So, ... By the way, ...

Summarizing with the most important Anyway, ... Basically, ...

point

Asking for advice

Formal/Neutral Informal
Open I’d like your advice about a I’ve got a bit of a problem.
problem I have

Asking for I was wondering if you had any Do you have any ideas about ...?
advice ideas about ...? What should I do?
What would you advise me to do?

Close Please write back when you have Please email me when you get the
the time and let me know what chance.
you think.

Giving advice

Formal/Neutral Informal
Open I was sorry to hear about your current I’m sorry you’re having such a
difficulties. hard time at the moment.

Giving I think it might be a good idea to I think you should ...

advice ... Have you thought of ... (+ing)? What about ... (+ing)?

Result This would mean that ... That way, ...

Options I think this option would be I think it’s better than ... (+ing)
preferable to ... (+ing)

Close I hope I have been of some help. I hope I’ve helped a bit.
 Suggestions
Making a suggestion I think we should / I suggest that we / Let’s go to
... Shall we / Perhaps we could/Why don’t we go to
...?
I suggest... /How about going to ...?
Accepting It’s a great idea!
I think your idea would work really well.
It might be worth trying.

Rejecting I’m not so sure about your idea.

It sounds like a good idea, but I don’t think it would work in
practice. It sounds like a good idea, but I can see one or two
problems.

Special situations
Thanks Just a quick note to say many thanks for ...
I really appreciate everything that you have done.

Good luck Good luck with ...I would like to take this opportunity to wish you every
success in the future.

Congratulations Many congratulations on your promotion / new

job. I was delighted to hear the news about ...
Well done!

Best wishes Please give my best wishes/regards to ...

Bad news I was so sorry to hear about ...

I was really sorry to hear you’re not well ...Hope you feel better
soon. If there’s anything I can do to help, let me know.

Job Application
Greeting Dear Sir/Madam

Reason for With reference to your advertisement on the ... website, I am interested in
writing applying for the post of...

Your I am 26 years old and am currently studying for a degree in ... at ...
background University. For the last two months I have been working as a ... at ... .
and experience

The job itself I am interested in this job because ...

I feel that I would be well-suited for this job/have a lot of experience in ...

Referring to I have attached my CV as a Word document. You will notice that I ... as well as ...
your CV . You will also notice that ... .

Final I would be grateful if you would consider my application.

comments You will see from my CV that two people can be contacted as references, one is
... and the other is from ... .
I am available for interview in .../ by phone any weekday afternoon, and you
can email me or telephone me on the number below.

Close I look forward to hearing from you soon.

Yours faithfully
 E-mails phrase bank
1

Reports
Report structure

Introduction / As requested at the Board meeting of 18 April, here is my

Background report. The report will discus / consider / describe / analyze /
review ...
The report is based on ...
I have divided the report into three sections.
Findings The findings / figures / results / investigations show that
... It appears that ... . This has led to a situation where ...
The graph/table shows that ...

Signposts As can be seen in table 1 / section 2 / figure 3,

... As mentioned above, ... / ..., see below.
...and I will discuss this in more detail below /in section 3.2.

Conclusion / I (would like to) suggest /recommend that

Recommendations ... My specific recommendations are as
follows.
Closing comments Please have a look at the report and let me have your
comments. Please feel free to contact me if you have any
questions.

Linking words

Sequence Firstly / secondly / finally

Talking generally In general / usually / on the whole

Contrast However / nevertheless / on the other hand

Adding another point In addition / moreover / on another point

Examples For example / for instance / e.g.

Alternatives Either ... or ... / alternatively / instead of ...

Real (surprising) situation In fact, / actually, / as a matter of fact

Something is obvious Clearly / obviously / of course

Most important point Especially / above all / in particular

Rephrasing In other words / that is to say / i.e.

Result/consequence As a result / therefore / for this reason

New topic In relation to / regarding / with reference to

 Careful, balanced style

Giving both sides of an argument In general ..., however ...

On the whole ..., but ...

Making a statement less general Many / some ...

Usually / typically / often ...

Making a statement less certain It is possible / probable that ...

It seems / appears that ...
... tends to be...

Making a comparison less strong Substantially / considerably / much (+ comparative

adjective) Significantly / relatively (+ comparative adjective)
Marginally / slightly (+ comparative adjective)

Concluding On balance, ...

Taking all the above points into consideration, ...